For example, a bouquet of tulips was ordered in an online store for March 8. They were delivered on time, but some flowers turned out to be rotten. They asked for a refund, but the store refuses. What happens if the delivery is cold and the courier brought flowers without packaging? Or is the quantity of flowers not what you ordered? Not everyone knows what to do in such situations.
“First of all, if you were not given a receipt at the time of purchase, you have the right to demand that the seller issue a check for the actual purchase amount. Without a receipt, it will be extremely difficult to return the money or prove the fact. of incorrect framing. If they still refuse to give you a check, contact the Federal Tax Service of Russia – this can be done via the Internet or a mobile application. Of course, you can come to the inspection yourself, but already “It’s quite a long time. -consumption,” the managing partner of the company Ilyumzhinov, Rusyaev and Partners, lawyer Ilya Rusyaev, told Rossiyskaya Gazeta.
Second, if you sold a bouquet that lost its presentation the next day, demand a replacement or refund. According to Article 18 of the Law “On Protection of Consumer Rights”, deterioration in the quality of goods through the fault of the seller is the basis for the return of funds spent on the purchase.
“Be sure to check the availability of the Book of Complaints and Suggestions in the store. In case of a conflict, write down your complaints there, this will help during the process. It is advisable to record all the facts on video, this will also be good proof that you have right,” said the lawyer.
For violation of consumer rights, the seller faces administrative liability in the form of fines:
– not issuing a check – 10,000 rubles. of the organization and 2,000 rubles. from an official (part 6 of article 14.5 of the Code of Administrative Offenses of the Russian Federation);
– consumer deception (cheating, quality, etc.) – from 100,000 rubles. up to 500,000 rubles. from the organization, 12,000 – 20,000 rubles. of an official and between 3,000 and 5,000 rubles. from citizens (Article 14.7 of the Code of Administrative Offenses of the Russian Federation);
– failure to fulfill the consumer’s right to receive information about the product: 5,000 – 10,000 rubles. from organizations and 500-1000 rubles. of officials (part 1 of article 14.8 of the Code of Administrative Offenses of the Russian Federation).
“In general, in such cases, it is worth writing a complaint to the store demanding a replacement bouquet or a refund, and if refused, a complaint to Rospotrebnadzor. The agency can check the validity of the refusal, take samples of flowers for examination, and if the fact of inadequate quality is confirmed, fine the store. The law is on your side!” – stated the lawyer.
